# Manager, Fast Track Operations

**Company**: Twilio
**Location**: Remote - US
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $96,640 - $142,000
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8051059?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_52a73fe0-e1a

## Description

We are seeking a Manager, Fast Track Operations to manage day-to-day Fast Track Operations at Twilio. The manager will be accountable for decision quality, SLA performance, operational consistency, and continuous improvement across the program.

Responsibilities:

- Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback

- Make sound, timely decisions on complex or edge-case onboarding scenarios

- Maintain department SLAs and work with other operational teams to partner on complex onboarding scenarios

- Plan and balance team workload and staffing coverage against operational priorities and SLA targets

- Establish clear team priorities, goals, and accountability measures aligned with operational KPIs and OKRs

- Partner with Go to market teams to understand customer onboarding needs

- Partner cross-functionally with internal teams to improve workflows, tooling, and onboarding effectiveness

- Identify process gaps and operational risks and drive practical improvement actions

- Lead workflow and process improvement initiatives from planning through implementation

- Maintain strong documentation practices across internal runbooks, guidance, and review standards

- Use operational metrics and reporting to monitor trends, risks, and performance opportunities

- Provide structured feedback to improve tooling, automation, and AI-assisted decision support where applicable

- Model leadership behaviors aligned with Twilio Magic, including ownership, customer focus, continuous improvement, and empowering others

Qualifications:

- 2+ years of people leadership experience as a manager, team lead, or equivalent leadership role

- Demonstrated ability to manage employee performance and development through coaching, feedback, and accountability practices

- Experience working in structured operational or policy-driven review environments involving risk or decision evaluation workflows

- Ability to lead teams through prioritization, decision-making, and quality execution in evolving operational environments

- Strong project management skills with the ability to drive initiatives from planning through delivery

- Experience using operational metrics and process improvement methods to strengthen team performance

- Sound judgment when handling escalations and sensitive operational situations

- Strong written and verbal English communication skills

- Ability to communicate decisions, risks, and recommendations clearly and professionally

- Comfort working in remote, cross-time-zone environments with a high level of ownership and accountability

- Experience working with Tier 1 or Enterprise level customers

- Some account management experience preferred

Benefits:

- Competitive pay

- Generous time off

- Ample parental and wellness leave

- Healthcare

- Retirement savings program

- Much more

Compensation:

- The estimated pay ranges for this role are as follows:

- Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $96,640 - $120,800

- Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $102,240 - $127,800

- Based in the San Francisco Bay area, California: $113,600 - $142,000

## Skills

### Required
- people leadership
- operational management
- project management
- process improvement
- communication
- decision-making

### Nice to have
- telecommunications
- CPaaS
- messaging operations
- workflow and collaboration tools
- reporting and analytics tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8051059?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)